CLOUD 21 LIMITED

Microsoft and Enterprise IT Flexi-Care support

Flexi-Care, offered by Cloud21 provides access to technical specialists across the entire technical portfolio which covers VMWare and the majority of Microsoft infrastructure and desktop technologies. The contract can be augmented with optional extras to tailor it to meet the customer’s organisational and service requirements.

Features

• Provide service management based on ITIL best practice
• Flexible Call-off consultancy option.
• Consultancy backed by 90-day warranty
• Night-Care option for business-critical systems
• Weekly service desk reports and monthly billing summaries.
• Information Governance, Information Security and ISO27001
• Server/System health check options
• Performance management utilising SLAs
• Incident, problem and escalation management
• Extensive knowledge of NHS applications

Benefits

• Driven to improve overall service
• Comprehensive reporting
• Build confidence across ICT using extensive NHS experience
• Access to Microsoft professional support at Cloud21 discretion
• Agile and responsive service delivery
• Identify opportunities to implement technology best practice
• Specialist in NHS/Healthcare sector
• Optimise configuration and performance
• Independently evaluate processes, risks and issues

£78.60 to £129 a unit an hour

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bids@cloud21.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

871004343622916

Contact

Steve Tope
0845 838 8694
bids@cloud21.net

Planning

• Planning service: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Programme Assurance and Quality Assurance Services play a key role in the successful delivery of services. We regularly performance test our services and invite our clients to regular reviews where we benchmark the services being delivered against predetermined KPIs. When organisations are seeking assurance on their large-scale cloud deployments, Cloud21 can offer experienced consultants from a wide range of skills sets: technical architecture, enterprise architecture, problem management, service management. ; ; Cloud21 has extensive knowledge of implementing large programmes and transformations gathering from many years of lessons learned and best practices which can be utilised to provide assurance to our clients.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: Yes
• Security services type:
  • Security risk management
  • Security incident management

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: No, Services are agreed with an account manager and agreed with the customer to provide a service design which meets the needs of the organisation.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is available via Phone or email and this can be 24/7 for business-critical systems if required. The cost of our support levels varies depending on the requirements and size of the customer and what is to be delivered.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Support is available via Web Portal, Phone or email and this can be 24/7 if required. The cost of our support levels varies depending on the requirements and size of the customer and what is to be delivered. A technical account manager will always be supplied to work across all engagements and will make sure the appropriate resources are assigned as the customers’ as their requirements dictate.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 09/01/2024
• What the ISO/IEC 27001 doesn’t cover: We are covered for the following activities. The provision of professional IT services and IT support providing Consultancy, Product Development and Managed services including IT Service Desk, Cyber Security and SOC within the Healthcare, Local Authorities, Education and Professional Service Sectors Anything outside of this would not be covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO 9001:2015

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  Cloud21’s quality and compliance team have been extremely busy over the last 24 months and have recently become ISO14001 certified demonstrating our commitment to reducing its environmental impact.; Ambitions for 2024/25; For this service we will: ; ; • Implement a reduce, reuse and recycle scheme (coffee pods, pens and batteries); • Eliminate single use plastic bottles from our office headquarters; • Promote rail travel over air travel for practical journeys; • Promote the ‘green leaf hotel’ scheme where practical to do so; • Accurately measure commutable mileage ; • Reduce paper use and printing at the our headquarters ; • Reduce emissions by 7.14% (19.23 tCO2e) from baseline ; ; We believe it is all about making small changes in order to make a big impact and promoting environmental sustainability. ; ; Cloud21 has implemented a carbon reduction plan in line with the NHS’s carbon reduction roadmap.

  Wellbeing

  We have a company-wide approach called VIBE (Valuing Inclusion, Belonging and Equity), which includes the provision of resources and support to improve physical, emotional and mental health and wellbeing which complements our company values. ; ; Our VIBE team promote social inclusion and wellbeing by running events that supporting charities, such as Samaritans and MIND.; ; We understand stress can impact a person’s mental health, this can result in absences and even resignations, but more importantly, it can impact people's lives fundamentally. Making sure that work is a safe place to discuss wellbeing and mental health by creating an inclusive and supportive environment will provide employees with the tools needed to manage mental health.; ; We look to reduce the pressure and stress involved in modernising systems and technology leveraging our past experience and sharing this with all stakeholders involved. ; ; Initiatives we are looking to run within the next 18 months:; • Run Health and wellbeing webinars and sharing resources to support our teams such as ‘NHS Every mind matters’ and the ‘6 ways to wellbeing’. ; • Continue to raise mental health awareness through running company lead events such as ‘fun-runs’ or ‘Movember’ to promote mental health awareness.; • Offer mentoring support from trained mental health first aiders to support our staff.; • Ensuring we continue to develop our Wellbeing policy.

Pricing

• Price: £78.60 to £129 a unit an hour
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bids@cloud21.net. Tell them what format you need. It will help if you say what assistive technology you use.